Customer Journey Automation
This guide will walk you through setting up a customer journey, leveraging templates, and understanding the three core sections: Analytics, Automation, and Logs.
Last updated
This guide will walk you through setting up a customer journey, leveraging templates, and understanding the three core sections: Analytics, Automation, and Logs.
Last updated
Xoal’s Customer Journey Automation empowers you to design, execute, and optimize personalized workflows across multiple channels.
Create an Automation
Navigate to the Workflow.
Click New workflow.
Choose to start from scratch or use one of Xoal’s pre-built templates for a quick setup.
Define the Workflow
Drag and drop steps from three categories: Messaging Steps, Action Steps, and Control/Routing Steps.
Customize each step according to your business needs.
Xoal’s workflows are divided into three main sections, each serving a unique purpose:
The Analytics Section provides a comprehensive overview of your automation’s performance:
Summary: Key metrics including:
Number of customers who entered the workflow.
Number of customers who completed the workflow.
Number of times the workflow was invoked.
Number of messages sent across channels.
Chart Section: Visual representation of key metrics, displaying the number of emails, SMS, and push notifications sent.
Use this section to track engagement, identify drop-off points, and optimize your campaigns.
The Automation Section is where you design the journey’s logic, messaging content, and actions. It includes four types of steps:
Create an Automation
Go to the Journey Builder and click Create Automation.
Select a pre-built template or start from scratch.
Select a Trigger Step The trigger defines how and when a workflow starts. Xoal offers several trigger types:
Upon Entering a Segment: Triggers when a customer joins a predefined segment (e.g., new subscribers).
Upon Leaving a Segment: Triggers when a customer exits a segment (e.g., canceling a subscription).
Upon Performing an Action: Initiates the workflow when a customer performs a specific action (e.g., clicking a link).
On Field Change: Activates the workflow when a customer’s data field is updated (e.g., changing email preferences).
Trigger from Webhook: The most flexible trigger. It allows external systems to start a workflow, passing data to Xoal for further routing and personalization.
Manual Trigger: Use an API endpoint to start the workflow manually.
Pre-Made Third-Party Triggers:
Stripe: Trigger workflows upon new payments.
Calendly: Trigger workflows when a new meeting is booked.
If your integration isn’t listed, you can use the Webhook Trigger to build custom connections.
Trigger Settings:
Frequency Settings: Control how often a customer can enter the workflow:
Enter only once.
Enter each time triggered.
Enter a limited number of times within a specific period (e.g., twice a week).
Concurrency Settings: Define whether a customer can participate in the same workflow multiple times simultaneously or only once at a time.
Messaging Steps
Email Step:
Create personalized email content.
Add language variants for localization.
Explore language personalization settings in the setup.
SMS Step:
Craft SMS messages with text and recipient numbers.
Integrate with Twilio for SMS delivery.
Supports language personalization.
Push Step:
Similar to the SMS step but tailored for push notifications.
Includes language personalization options.
Action Steps
User Step:
Create or update user profiles.
Use data from previous workflow steps for dynamic updates.
Webhook Step:
Send webhooks using data from the automation.
Ideal for triggering external systems.
Control and Routing Steps
Delay Step:
Add time delays between steps (e.g., wait 2 days before sending a follow-up email).
Conditional Step:
Control the workflow path based on conditions.
Use the Route Step to create branching logic:
Yes/No Paths: Define unique paths based on whether a condition is true or false.
Conditional Options:
Check event data (e.g., payment status).
Check user data (e.g., subscription level).
Build complex queries without coding.
The Logs Section provides a real-time feed of all activities within the customer journey automation.
Monitor events as they happen.
Troubleshoot and debug workflows by reviewing detailed logs.
Gain insights into each step’s execution and identify potential issues.
Once your workflow is complete:
Review each step to ensure accuracy.
Click Publish to activate the automation.
Monitor performance and make adjustments as needed.
With Xoal’s Customer Journey Automation, you can create powerful, personalized workflows that engage customers at every stage. Use analytics to refine your strategies, automate actions based on real-time data, and leverage logs for seamless troubleshooting. Start building your journey today and watch your customer engagement soar! 🚀
